Digital Banking Onboarding Transformation
Scotiabank
Challenge
Low digital channel adoption driven by customer resistance. Form-centric onboarding creating abandonment. Institutional language eroding trust. Inconsistent experience across touchpoints inhibiting user confidence.
Approach
Reframed onboarding from administrative process to empowerment narrative
Mapped content delivery to customer confidence stages
Unified experience architecture across app, email, web
Execution
Rewrote onboarding UX with conversational, accessible language
Designed progressive how-to email series aligned to user capability milestones
Established visual consistency standards across digital ecosystem
Implemented scalable templates in Adobe Experience Manager (AEM)
Built multi-language localization framework enabling rapid market deployment
Created testing infrastructure for continuous optimization
Impact
Significant digital adoption growth in first quarter post-launch
Reduced onboarding abandonment through simplified user journey
Accelerated time-to-activation for first-time digital users